Hellow .My issue is with mfortune casino .I have been playing with mfortune for sometime now ,and to be honest i have never have any problem with them .But recently ,I have a new contract and called customer service to ask if i can use it ,i was told yes ,they will close my current account and open an account with my new number .I did that and deposited several times and at the end i was able to make 2 withdrawals .£70 on the 008/01/16 and £40 on the 12/01/16 ..On the 12th/01/16 ,i receive a text saying they need more information on my account .And on my previous account ,i have already send them my passport and my utility bill .
I called customer service to ask what is the issue ,i was told to send in id/prove of address and they will also need to see my bill for the number i have used to deposit on my account and they need to see it as paid before they can release my withdrawal request .And they say this is to protect my account from any third party to use the phone .
I have to explain to them that i have i am the actually account holder of that number deposited on my account and i will be able to provide what they required ...But my mobile phone bill was just issued on the 30/12/15 and my next bill is not due untill the 30/01/16 and there is a direct debit set up between me and my network provider for every 12th of the month .So i will have to wait for almost 5 weeks or more from the date of my withdrawal request was requested .
I told them as they say its to protect my account from any third party use ,I have told them that for them to confirm my account and there age verification process ,i can still send them my id / proff of address / and my recent mobile phone bill which was issued on the 30/12/15 . But it will not be fair for them to hold my withdrawal for very long time ,while i can prove to them my recent mobile phone bill which am attaching here .
I have already send them my ids on my previouse account that was closed when i open this one ....But if they still need another ,i will be able to send them back for them for this new account .
I dont know weather if am correct or not that my recent phone bill which is attached with my passport/driving licence together with my utility bill that these should be able to clear any verification or doubt that that account is handeled my the actuall bill payer ....I dont know .....
Anyway even doo the amounts that am talking about is not that much valuable , But am just feeling that if am a player of a casino i should not be bullied which am feeling now that mfortune is taken advantage because they know i will not be capable of taken any steps .
So this is my issue and what am after is that if i can provide documents to confirm my account ,my winnings should released ...Here i have attached a picture of my phone bill i toke from my phone ...I hope my issue will be consedered and i will appriciate any effort in helping me ..Thank you very much for your time .
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